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Installation Support

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SmartSense Cold Chain: Frequently Asked Questions

Formerly Digi SafeTemps

  1. What do I need to do the first time that I open my kit?
    • Lay out your sensors and determine which pieces of equipment you will be placing them into
    • Ensure you’ve read through all documentation and training material provided by SmartSense
  2. Where can I find documentation and training material?
    • In the implementation welcome email you received from SmartSense at the time of your order
    • If you’re unable to locate this information, contact SmartSense Support
  3. How do I contact SmartSense Support for troubleshooting?
  4. My sensors are not reporting into the SafeTemp dashboard or mobile application.
    • Check to ensure your gateway is online (you should see a solid blue and solid green light on the device)
    • Place an extra sensor next to the non-reporting sensor and monitor if this sensor reports
    • If the extra sensor reports, contact SmartSense Support to help with placement of the original sensor
    • Place the sensor that is not reporting next to the gateway to see if it reports here
  5. My gateway is not connecting.
    • Ensure there is a flashing blue light on your gateway
    • Ensure that the gateway is plugged into the wall and that the barrel connector is tightly connected
    • If there are no lights on the gateway, contact SmartSense Support to troubleshoot.

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